Name: Richard

Surname: Nicholls

Position: Professor

Department: Department of Services Management

Email: richard.nicholls@ue.poznan.pl

Office phone: +48 61 8543797

Homepage: www.uslugi.ue.poznan.pl

Habilitation degree awarded by Poznan University of Economics (2007);
specialisation: services management
topic: interactions between service customers

Ph. D. degree awarded by University of Warsaw (1997):
specialisation: service quality management
topic: HRM and quality management in banks

Master of Arts degree awarded by University of Oxford (1989):
subject: Philosophy, Politics and Economics

Current position: Professor at the Poznan University of Economics (PUE)
1996-2007: Lecturer at PUE
1993-1995: Visiting Lecturer at University of Nicholas Copernicus, Torun

• Customer-to-customer relationships
• Management of services
• Services marketing
• Relationship marketing
• HRM in service organisations

JEL CLASSIFICATION: L8; L9; M1; M3; M5.

• Nicholls, R. (2010), “New directions for customer-to-customer interaction research”, Journal of Services Marketing, 24 (1): 87-97.
• Nicholls, R. (2009), “Customer-to-Customer Interaction (CCI) – a cross-cultural perspective”, in Altinay, L., Bowen, D. and Ekinci, Y. (eds.) Proceedings of The 4th International Conference on Services Management “Managing Services across Continents”, Oxford, England, May 2009: 540-545.
• Nicholls, R, (2009), “Researching Services using the Critical Incident Technique”, Service Management, 4, The University of Szczecin.
• Nicholls, R, (2007), “The service consumer as a co-producer: forms of participation”, Service Management, 1, 107-112, The University of Szczecin.
• Nicholls, R. (2005), Interactions Between Service Customers: Managing On-site Customer-to-Customer Interactions for Service Advantage, Poznan University of Economics Publishing House, 273 pp.
• Nicholls, R., (2003), “On-site customer-to-customer interaction: a classification system”, Proceedings of the AMA SERVSIG Services Research Conference, Reims, France, June 2003.
• Rogoziński, K. and Nicholls, R.F. (2000) \"Service Quality in a Transition Economy: Polish Experience\", Proceedings of The Seventh International Research Symposium On Service Quality (QUIS 7), Karlstad, Sweden, June 2000.
• Nicholls, R., (2000), “Managing Service Quality: customer:customer interaction (CCI)”, in Nieżurawski, L. (editor), Qualitäts – Management, Toruń: Wydawnictwo Uniwersytetu Mikołaja Kopernika: 77-91.
• Nicholls, R., (1995), “Quality Management in a Post-Socialist Society”, TQM (Total Quality Management), 7 (2), April: 5-12.
• Nicholls, R., (1992), “The Neglected Service Industries of Eastern Europe: some quantitative and qualitative aspects”, The International Journal of Service Industry Management, 3 (3): 46-61.
  

• 2010- Statutory research grant for study into the impact of ageing society on services.
• 2007- Personal research grant for study into new research directions in customer-to-customer interaction
• 1998-2007 Personal research grant for study into the classification and management of customer-to-customer interaction.
  

• British Sociology Association
• European Institute for Advanced Studies in Management (EIASM)
  

• Marketing and Management of Services
• Service Management – an interdisciplinary approach
• Relationship Marketing in Finance
• Customer-to-Customer Interaction
• International Marketing